NPower parking charges

[magie73]

Up front -

I want to state the I was calm, polite and respectful throughout this whole episode so please don't argue that I was rude in any way. I'm not as I work in a phone centre so completely understand how horrible people can be.

What happened -

Booked a boiler service and was asked where can the person park.
I explained that we are on a busy road so as an alternative they could park in X retail carpark (has over 50 spaces) or there's pay and display in the side streets. Explained that house is 4 doors down from x retail carpark.

Got a message on phone confirming that engineer would be out at X date.

On day of service got message at 1ish from engineer. 'I'm at X retail carpark don't want to park there, cant find you're house. Will get service team to call you.'.

As no phone no I had to go through customer service to get to engineering dept. Explained and quoted phone message. Also offered to play message whilst person on phone.

Explained that I was not happy as the person did not even try to find house and didn't leave no.

Was told that a note on system stated that 'person didn't want to park in x retail park as they would fine him'.

I told them that I've always parked there, they could also park on main road or use pay and display.

Was then informed that I had to pay for their parking! When I queried how I was to do this I was told that I could give money to the engineer or they wont do service.

It is upto £15 to park (max charge in area), I don't have money in the house (I probably have $5 in kids piggy bank).

I was constantly told that as I did not provide parking (which I countered with I have given 3 options and you have rejected them all) they wont service my boiler.

I explained that I was never told about additional charges and I feel very uncomforatable 'paying' cash to someone just to park. I have never had to do this for any other boiler service nor any other service.

They then countered by stating my service would be cancelled and any further services.

When I complained that this was unacceptable and horrible customer service they just stated that I had to pay for the parking.

I explained that I wanted compensation for my day off work as wella s my money back for the service booking up front fee.

No joy with my money back.

AIBU?

Anyone else experienced this? Is this legal (which aspects)?

Get someone else out to do your boiler servicing.

Is this in any of your terms and conditions and were you told this when the service was booked?

No, I couldn't find it in the T&C's but that doesn't mean that it isn't there.

They were a decent price considering another provider estimated 2x the cost.

And I've already lost my 1 years insurance if I go to someone else.

Just shocked at their lack of service, horrible attitude (both the engineer and the phone operator) and back door efforts to palm off costs to the customer.

'The call out service covers VAT, labour, and call-out'.

No where does it say extra costs such as parking nor was I told when they booked the date - I gave them 3 options and was not queried on the pay and display one nor told I would be paying this.

This is completely out of order. Escalate it. Contacting the Chairman's office is often the most effective way, no use talking to unempowered peons.

I would make this part of their official complaints procedure (you should be able to find it on the website).

If this is not resolved to your satisfaction through the complaints procedure you can escalate it to the ombudsman.

In the meantime I would have a look at the consumer direct website and perhaps even on the Money Saving Expert site to see if you can get any further advice.

I think they are completely in the wrong about this.

www.ceoemail.com lists the emails of every UK ceo. Go right to the top

DH is a computer engineer and often has to use pay and displays for parking at a call out. NEVER in all his time has he heard of a company passing on that charge. Its insane.

oh, maybe email that new show on bbc whatever its called. you know with nick knowles.

If you want their CEO, it is Volker Beckers... full details of emails etc on CEO Mail Having previously worked for the CEO of a major blue chip company I can confirm that peopel jump when you complain to the CEO :)